AI-First Operations Technology Leader

About the role

We're looking for an AI-First Operations Technology Leader to drive the strategy, development, and adoption of transformative AI-powered platforms across Operations. In this role, you’ll lead the design and implementation of an enterprise Service CRM solution and support other critical operational technologies, including claims, books and records, agent onboarding, and call center integrations.

What You’ll Do

• Ai Strategy & Business Transformation
• Help define the long-term vision and roadmap for the Service CRM platform in alignment with enterprise transformation and customer experience objectives
• Partner with executive leadership and AI engineering teams to shape corporate AI roadmaps and strategic priorities
• Identify opportunities to leverage AI-powered solutions across Operations to improve efficiency, service quality, and business outcomes
• Stay abreast of emerging AI technologies, CRM capabilities, and industry trends to proactively drive innovation
• Enterprise AI Solution Development
• Design, develop, and implement enterprise generative AI solutions utilizing LLMs, Retrieval-Augmented Generation (RAG), vector databases, AI agents, prompt engineering, and conversational AI technologies
• Develop AI-powered applications and services that support key operational functions, including document ingestion, customer service assistance, transaction evaluation, and reporting
• Design and implement agentic workflows that automate repetitive development and operational activities
• Ensure deployed solutions deliver scalability, reliability, and measurable business value
• Platform Leadership & Technology Enablement
• Provide technical leadership throughout the solution lifecycle, from concept and design through deployment and optimization
• Lead execution of AI-led software development initiatives and champion AI-assisted development practices across technology teams
• Support enterprise operational platforms, including CRM, claims, agent onboarding, and integrated service technologies
• Drive modernization efforts that improve technology effectiveness and accelerate solution delivery
• Governance, Architecture & Operational Excellence
• Ensure AI initiatives align with enterprise governance, security, compliance, and software quality standards
• Partner with Architecture, Infrastructure, Cybersecurity, and Engineering teams to build scalable and maintainable solutions
• Establish and support MLOps and LLMOps practices, including monitoring, version control, deployment, and governance
• Drive continuous improvement and optimization of deployed AI solutions and platforms

What You’ll Bring

• Master's degree in Computer Science, Data Science, Engineering, Mathematics, Statistics, or a related discipline preferred
• 10+ years of experience in artificial intelligence, machine learning, data science, advanced analytics, or software engineering
• 2+ years of experience leading AI or machine learning initiatives in production environments
• Proven success designing and deploying enterprise-scale AI and machine learning solutions
• Deep expertise in Python, SQL, machine learning frameworks, and modern AI technologies
• Significant experience with Generative AI, Large Language Models, prompt engineering, RAG architectures, and AI agents
• Strong experience with AWS and cloud-native technologies
• Experience implementing MLOps and/or LLMOps frameworks and governance practices
• Knowledge of vector databases, knowledge retrieval systems, APIs, and modern software architecture
• Strong leadership, communication, and stakeholder management skills
• Ability to align technical solutions with strategic business goals and measurable outcomes

Core Competencies

• AI Strategy & Digital Transformation: Establishes and executes enterprise AI strategies that drive operational efficiency, innovation, and business value
• Generative AI & Intelligent Automation Leadership: Deep expertise in LLMs, AI agents, RAG architectures, and emerging AI technologies with the ability to translate innovation into scalable solutions
• Enterprise Platform & Solution Architecture: Designs secure, scalable, and resilient technology ecosystems that support long-term business objectives
• Cross-Functional Leadership & Influence: Effectively partners with executives, business leaders, and technology teams to align priorities and drive successful outcomes
• AI Governance & Operational Excellence: Champions responsible AI practices, security, quality standards, and scalable operational frameworks
• Strategic Execution & Business Impact: Translates complex technical capabilities into measurable business results through disciplined execution and continuous improvement

What We Offer

• A collaborative, inclusive environment that values authenticity, accountability, and partnership
• The opportunity to join the company at an exciting stage of growth, where colleagues are empowered to build what’s next
• A competitive benefits package including comprehensive medical, dental, and vision coverage; an HSA and 401(k) company match; paid time off; and employer-paid life and disability insurance
• Remote/hybrid work arrangement